Import/Export Operations Supervisor

2 months ago

Akron, Ohio, United States Continental Full time
Job Overview

Company Background
Continental is at the forefront of innovative technologies and services that promote sustainable and connected mobility for individuals and goods. Established in 1871, this technology powerhouse provides safe, efficient, intelligent, and cost-effective solutions across various sectors including automotive, machinery, and transportation. With a remarkable revenue of €41.4 billion in 2023 and a workforce of approximately 200,000 employees across 56 countries, Continental is a global leader in its field.

About ContiTech
As a prominent specialist in the industry, ContiTech offers comprehensive, environmentally friendly, and secure solutions tailored for diverse applications ranging from off-highway to industrial environments. With around 42,000 employees and sales nearing €6.8 billion in 2023, ContiTech operates extensively across Asia, Europe, and the Americas.

Position Summary
The role entails overseeing North America Customer Service operations, specifically managing daily import/export functions for ContiTech USA and ContiTech Canada across all business sectors. This encompasses raw materials, hazardous goods, finished products, plant equipment, and maintenance, repair, and operations (MRO) items. The supervisor will lead a team of Customer Service Representatives (CSRs) dedicated to Custom Crimp, Printer Blankets, and import/export products.

Key Responsibilities

  • Serve as the primary liaison for the purchasing community to establish new logistics lanes, collaborating with logistics suppliers to develop standard operating procedures and vendor instructions.
  • Coordinate with corporate purchasing and supply chain teams to identify optimal suppliers during RFQs for ocean and air freight, ensuring the development and adherence to SOPs.
  • Engage with Accounts Payable to resolve freight forwarding invoices promptly, ensuring accurate billing references for ContiTech.
  • Participate in quarterly reviews with freight forwarders to assess performance against established KPIs and ensure compliance with SOPs.
  • Manage workflow, address escalations, and delegate tasks effectively across leadership teams.
  • Identify training needs within the CSR team, develop training materials, and facilitate training sessions.
  • Create reports to evaluate customer service performance and identify areas for improvement, collaborating with management on actionable solutions.
  • Assess and enhance work instructions and procedures, ensuring clarity and compliance among the customer service team.
  • Handle high-level transactions that require authorization beyond CSR capabilities, including credit releases and intercompany returns.
  • Provide constructive feedback and coaching to team members, conducting performance reviews and developing individual growth plans.
  • Collaborate with global customer service teams and relevant business functions to resolve customer service challenges using data-driven insights.
  • Maintain a comprehensive understanding of Continental products and their manufacturing processes to facilitate efficient issue resolution.
  • Foster positive relationships with Sales, Marketing, and operational personnel across the organization.
  • Establish and monitor KPIs and SLAs that align with organizational objectives.
  • Oversee shipment approvals in accordance with purchasing agreements and standardized procedures.
  • Advocate for cost-effective shipping solutions while ensuring compliance with regulations.
  • Screen import/export transactions to uphold compliance with US and Canadian laws, mitigating risk to the company.

Why Consider This Opportunity

  • Comprehensive benefits package
  • Generous paid time off
  • Tuition assistance and employee discounts
  • Annual performance bonuses
  • 401(k) retirement plan with employer matching
  • Additional benefits associated with a global industry leader

Qualifications

  • Bachelor's degree with a minimum of 5 years of relevant experience, or 10 years of experience in lieu of a degree.
  • Proven experience in customer service and supervisory roles.
  • Proficiency in Microsoft Office, particularly Excel and PowerPoint.
  • Exceptional verbal and written communication skills.
  • Ability to thrive in a fast-paced, dynamic environment while motivating team members.
  • Commitment to employee development and retention.
  • Strong analytical and problem-solving skills with a focus on customer service excellence.
  • Legal authorization to work in the U.S. is required.

EEO Statement
Continental is an equal opportunity employer and values diversity in the workplace. We encourage applications from all qualified individuals, without regard to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law.

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